Beyond Philosophy

JANUARY 28, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. The post Five Ways to Keep Your CX Program Alive and Well in 2019 appeared first on. Colin is an international author of six bestselling books and an engaging keynote speaker.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Maru Group

FEBRUARY 21, 2019

The post Retail Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK.

Benchmark 40

Benchmark Customer Experience 40

Maru Group

FEBRUARY 21, 2019

The post Retail Digital Customer Experience Benchmark 2019 appeared first on Maru/EDR.

Benchmark 40

Benchmark Customer Experience 40

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. This means that benchmarking yourself against leaders is vital, as is investing in technologies and platforms that help you deliver efficient, effective service.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. In 2019, we were fourth out of a hundred.”. The post Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems appeared first on Altivon.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

ChurnZero

FEBRUARY 15, 2019

CustomerSuccessMaven (@TheCSMaven) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Heather Zynczak (@hzynczak) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Q: When launching a new product, what key metrics should you be benchmarking against? . CS Tips to Scale.

SaaS 53

SaaS Benchmark Metrics B2B 53

Spearline

JANUARY 9, 2019

We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. We’re pleased to announce that from Q1 2019, we will be issuing our customers with monthly management reports. Country-by-country benchmarks on audio quality, connection rates and post-dial delay.

Benchmark 40

Benchmark Surveys Engineering Feedback 40

Satrix Solutions

JANUARY 2, 2019

As a consultancy dedicated to the Customer Experience (CX), we’re highlighting 5 US-based conferences customer experience professionals should consider for 2019: Totango Customer Success Summit 2019. Dates: March 5-8, 2019. Gainsight Pulse 2019. Dates: May 20-23, 2019. Forrester CX 2019 (NY and SF).

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

COPC

NOVEMBER 8, 2019

From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. and Execs In The Know. Richard, who is currently the CEO of COPC Inc.’s

Benchmark 40

Benchmark Government Contact Center Management 40

CSM Magazine

DECEMBER 7, 2018

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals. Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands.

Benchmark 45

Benchmark Customer Service Multichannel Chatbots 45

ShepHyken

FEBRUARY 24, 2020

WHICH-50) The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study captured and compared the attitudes of 2550 consumers in the US, UK and Australia. This article pulls some of the compelling stats and facts from the Nice inContact Customer Experience Transformation Benchmark study.

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Customer Service Benchmark Marketing Customer Experience 263

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Its data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own. Dimension Data recently released their latest Customer Experience report.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. The 2019 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE.

SaaS 45

SaaS Benchmark Surveys Feedback 45

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Mandy Reed, Global Head of Marketing.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

NICE inContact

AUGUST 20, 2020

NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

NICE inContact

JULY 14, 2020

This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark. Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

VHT

OCTOBER 18, 2018

A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 The post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT. Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers.

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Contact Center Gamification Employee engagement Chatbots 48

Beyond Philosophy

FEBRUARY 11, 2019

Obviously, I can’t, so instead, I say it to the 2019-you: you have an excellent idea, and it is worth it to yourself to try. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019.

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Consulting Consulting Benchmark Customer Experience 208

ClearAction

MARCH 27, 2021

Benchmark: Plot all available solutions by customers’ desired outcomes. 181 CEO members of Business Roundtable signed a declaration in August 2019 that the mindset of “purpose of business is maximizing value for shareholders” is outdated. Rank-order desired outcomes by importance x frustration x frequency.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. How do I prioritize and justify 2019 customer experience improvements? Planning for Success in 2019.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. To learn more about how businesses and consumers perceive AI, and many other CX topics, download our complimentary report: 2019 NICE inContact Customer Experience Transformation Benchmark.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. phone, chat, IVR). appeared first on NICE inContact Blog.

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

Beyond Philosophy

FEBRUARY 13, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019.

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Consulting Consulting Benchmark Government 232

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The ROI for chatbots is very real for businesses that have the discipline to implement these with a focused and agile approach.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

Beyond Philosophy

MAY 9, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. 23 April 2019. < Otherwise, you are leaving a significant and influential part of your Customer Experience and the customer behavior it produces up to chance. Sources: Chemi, Eric.

Consulting 379

Consulting Consulting Education Benchmark 379

COPC

JULY 23, 2021

Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. s reputation as a leader in the CXP space, with many years of experience in benchmarking and auditing, meant we had someone who understands our industry and stays abreast of the changing CXP landscape to audit us.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. You won’t be disappointed!

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Stafford Communications

MAY 12, 2020

With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations. The other key benefit we see for NPS is that a large number of companies have adopted it.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Spearline

DECEMBER 22, 2020

Skibbereen, Cork, 22 December 2019 — Spearline today announced that for the seventh consecutive year, it is among the top half of the 50 fastest growing technology companies in Ireland. billion in total annual revenues and employed over 4,600 people in 2019. Cumulatively, the 2020 Fast 50 winners generated approximately €3.3

Technology 98

Technology Telecommunications Consulting Consulting 98

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59